Pega Value Finder

A Value Finder simulation allows you to engage more empathetically by identifying and profiling “under-served” customers, then suggesting actions for improvement – like adjusting engagement policies or creating new actions and treatments.

Using Value Finder, you can discover areas in which you can improve the next-best-action strategy by monitoring scenarios in which customers are presented with no actions or only low-propensity actions. This is particularly useful when planning new changes or optimizing existing parameters.

Value Finder identifies and profiles “under-served” customers. These are customers that either don’t receive actions, or only receive actions they have a low propensity to accept. It analyzes what happens at every stage of the next-best-action decision funnel, enabling you to:

• View offer distribution to well-engaged, under-engaged, or not-engaged customers
• Identify top opportunities for improvement
• Review details of under-served groups at each level of arbitration

Let’s consider an example in which a bank runs a value finder simulation and identifies groups of not-engaged and under-engaged customers. The details of the groups and how to address the findings are as follows:

Not-engaged customers: There are 7000 under-served customers, none of whom own a credit card. They all have credit scores over 650 but are blocked because the eligibility rules in place keep them from seeing specific offers they have a high propensity for. In this case, you might want to tweak the engagement policy to present them with more appropriate offers.

Under-engaged customers: There are 5000 customers that have good credit scores and own a credit card but have no propensity scores higher than 5%. You might need to create a new offer with different terms and test it to see if you can capture their attention.